FAQs: Delivery, Returns, Mattresses & Beds

Yes. Our Bed Finder Quiz matches you to the right bed in about 30 seconds, based on age, room size and the features you need, and you'll get a £20 discount code when you complete it.

Take the Bed Finder Quiz

If you'd rather ask a person, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page, or call us, and we'll happily point you in the right direction.

Every product page has a Dimensions section with the full measurements, including the extra space needed for things like a ladder or an extended sofa bed. Measure your space before ordering, including doorways and stairs, and the ceiling height for high sleepers and bunk beds.

If you're not sure a bed will work, send us your room measurements (email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page) and we'll help you check before you buy.

Allow roughly 70cm between the top of the mattress and the ceiling for a younger child to sit up comfortably, and 80 to 90cm for a teenager. Measure from floor to ceiling where the bed will go, then compare it with the bed's height in the Dimensions section.

Our Bed Safety Guide has more on choosing and placing a raised bed.

• Cabin bed: a bed with storage built into the frame, such as drawers, cupboards or shelves. Heights range from close to the floor up to mid sleeper height.
• Mid sleeper: a raised bed with space underneath for storage, a pull-out desk or play. For children aged 6 and over.
• High sleeper: raised higher again, with room for a full desk, a wardrobe or a sofa bed underneath. For children aged 6 and over.

Our guide to cabin beds and mid sleepers explains the heights, or try the Bed Finder Quiz.

• Toddler beds: from around 18 months to 4 years.
• Mid sleepers, high sleepers and top bunks: 6 and over, in line with BS EN 747.
• Low cabin beds and storage beds: check the age guidance on each product page.
• Standard single beds: from around 3 or 4, right through to teens and adults.

For safety, the raised sleeping area of a high sleeper, mid sleeper or top bunk is not suitable for children under 6.

Many of our beds can be built with the ladder or stairs on the left or the right, and the product page says when this is possible. On made-to-order beds, we'll contact you after you order to confirm which side you'd like.

Not sure about a particular bed? Email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page before you order.

Yes, many are, especially our ottoman beds, divans, guest beds, day beds and storage beds, which suit adults and guest rooms as well as teenagers. If you're not sure a particular bed suits your needs, just ask and we'll advise.

No. We're a family-run online business, and our beds are delivered direct from our suppliers' warehouses. If you'd like extra photos, measurements or advice on a bed, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page and we'll help.

The easiest way is to choose one of the mattresses recommended on the bed's product page. They're the right size and depth for that bed, so there's no guesswork, and you can add them in one click.

Not sure which suits your child best? Email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page and we'll help you pick.

No, unless the listing says so. Add one of the recommended mattresses on the bed's product page, or at checkout. A bunk bed needs two, or three with a trundle.

Yes, and you'll still get the discounted price you'd have had with your bed. Just email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number and we'll add it. It may arrive as a separate delivery.

The recommended mattresses on each bed's product page are already the right size and depth. If you're buying elsewhere, the correct size is listed on the product page, and on raised beds the mattress depth matters for safety:

• Bunk beds, high sleepers and mid sleepers: usually 15cm maximum. Check the exact figure on the product page.
• Cabin beds with guard rails: the same rule applies.
• Floor-level beds: any depth, chosen for comfort.

This keeps the guard rails high enough above the mattress. Our kids' mattress size guide has every size and depth.

A continental mattress is 200cm long, 10cm longer than a standard UK mattress, and is used on many European and Scandinavian bed frames. Beds that need one show the continental size in their recommended mattresses.

For bedding, the main difference is the fitted sheet, and many standard sheets still fit.

A slimmer one, usually around 10cm deep, so the trundle slides fully under the bed. Check the depth on the product page. Our TrundleEase 10 is made for trundles.

Unroll it on the bed frame and allow up to 72 hours for it to reach its full shape. A mild smell when it's first unwrapped is normal and fades if you air the room.

Delivery times vary by bed, so the estimate on each product page is the best guide. As a general rule:

• Beds marked Next Day Delivery: order before midday on a working day and your bed arrives the next working day.
• Most other beds: arrive within a few working days to two to three weeks, shown on the product page.
• A small number of ranges are made to order and take longer; again, the estimate is on the product page.

If you need a bed by a specific date, ask us before you order and we'll tell you honestly whether it's achievable.

You'll get an order confirmation email straight away (check your spam folder if it hasn't arrived within a few minutes). We confirm availability and prepare your order, then send a dispatch confirmation with tracking as soon as it's on its way.

On many of our beds, particularly those marked Next Day Delivery and other in-stock items, yes: choose your date in the basket or at checkout, including the next working day if you order before midday, or a date further ahead.

Beds with a longer delivery window don't show a date picker. Instead, we'll contact you to arrange a date once your order is ready.

Some of our beds and mattresses can now be delivered on a Saturday. Where it's available, you'll see it as an option when you choose your delivery date.

Usually not. Our rolled mattresses come separately by courier and normally arrive before the bed, ready to use. In some cases they do arrive together though.

• A dispatch confirmation
• Tracking updates by text or email
• A 3-hour delivery window
• A courtesy call about 60 minutes before arrival, on selected services

Mattresses come by a doorstep courier service. If you'd like your bed carried to the room and built for you, choose Room of Choice assembly where it's offered.

Please check your stairs and doorways before ordering, as a delivery that can't be completed because of access may incur a failed delivery charge.

You can change your delivery date free of charge until 12pm on the working day before delivery. After that, a redelivery fee applies.

For a change of address, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page as soon as possible. We can usually change it before your order is dispatched.

Yes, we can hold your order for up to 4 months. Choose a later date at checkout where it's offered, or leave a note at checkout, or contact us straight after ordering, with your preferred timing, and we'll book a date that suits.

We deliver to mainland UK only. We're unable to deliver to Northern Ireland, the Channel Islands, the Isle of Wight, the Isle of Man, the Scottish islands or the Isles of Scilly.

We can deliver to a mainland UK freight forwarder if you'd like to arrange onward shipping yourself; ask us for box dimensions. See our delivery information.

First, check your order confirmation email and the delivery window on the product page. Some beds take longer, so if you're still within that window, it's normal not to have had an update yet.

If it's been longer than the window shown, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number and we'll chase it with the supplier and get you a clear update.

We'll contact you straight away with the expected date, and you can choose to wait, swap to an alternative, or have a full refund.

Where we know, the expected date is shown on the product page. If it isn't, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page and we'll let you know as soon as we hear.

We're not able to remove or dispose of old furniture. Most local councils offer a bulky waste collection.

We accept all major debit and credit cards, including Visa, Mastercard and American Express, plus PayPal, Apple Pay, Google Pay and Shop Pay. You can also spread the cost with Klarna or Clearpay at checkout.

Yes. At checkout you can choose Klarna or Clearpay to split your payment rather than paying all at once. You'll see the options and the full payment schedule before you confirm.

Approval is subject to the provider's checks, and their full terms are shown during checkout. Missed payments may affect your credit score, and Clearpay may charge late fees. Make sure you can afford the repayments before you choose to spread the cost.

Only one code can be used per order. Check it's typed exactly as given and hasn't expired. If it still won't apply, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page before you order and we'll help.

Yes. Email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number and we'll send one. All our prices include VAT.

Most beds arrive flat-packed for safe delivery, with full instructions. Some can be delivered and built for you; see below.

On eligible beds: add Room of Choice assembly on the product page. Your bed is delivered to the room you choose and built by a professional two-person team, usually on the day of delivery, with the packaging taken away.

On any other bed: book a local assembler through Taskrabbit once your bed has arrived:

1. Click the link in your confirmation email, or the one below.
2. Enter your full postcode to see Taskers in your area.
3. Choose a Tasker based on reviews, availability and price. Taskers set their own rates, shown before you book.
4. Book directly through Taskrabbit.

Book assembly with Taskrabbit (we may earn a small referral commission)

Please don't book assembly or make time-sensitive arrangements until your order has arrived in full and in good condition. More on our assembly page.

It appears as its own line on your order confirmation. If you're not sure, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page and we'll check.

• Toddler and single beds: 30 to 60 minutes
• Mid sleepers and cabin beds: 1 to 2 hours
• Bunk beds and high sleepers: 2 to 3 hours
• Double and king beds: 1 to 2 hours

We recommend two people, for safety and ease.

Email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number and we'll send the instructions over, usually the same day.

If a part is missing or faulty, we'll arrange a free replacement from the supplier. Email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number, the part number from the instructions and a photo.

For a part lost or damaged later on, we'll check availability with the supplier and let you know.

Yes. If your order hasn't been dispatched yet, email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number as soon as you can and we'll cancel it and refund you in full. Some beds are made to order or dispatched quickly, so please get in touch early. If your order has already been dispatched, it's covered by our returns policy.

Yes. You can cancel within 14 days of delivery, then return the item within a further 14 days. Return costs are yours unless the item is faulty, and courier collection charges may apply.

To get a full refund, return it unassembled and in its original packaging. If a bed has been assembled or used beyond what's needed to inspect it, we may deduct an amount for the loss in value, which can be significant.

For mattresses, we're unable to accept returns once the sealed packaging has been opened, unless the mattress is faulty.

Full details are in our returns policy, linked at the bottom of every page.

If it hasn't been dispatched, you can cancel free of charge. If it's been delivered, tell us within 14 days and return it unassembled and in its original packaging. Return costs are yours, and courier collection usually costs £50 to £90.

Measuring first, including doorways and stairs, saves the hassle.

Once we've processed your refund, it usually reaches your original payment method within 2 to 3 working days. Klarna, Clearpay and some banks can take a little longer.

We'll put it right, and it's usually quick. Contact us as soon as you can, ideally within 48 hours of delivery: email support@millieandjones.co.uk or message us on WhatsApp using the chat button on this page with your order number and a few photos or a short video.

Often the fastest fix is a free replacement part, arranged directly with the supplier. Where that isn't the right solution, we'll arrange a repair, replacement or refund as appropriate. Damaged and faulty items are covered by your statutory rights and, where applicable, the manufacturer's guarantee.